Customer Success Manager at SmartSearch (2022-05 – Present)
- Managed a book of business with annual recurring revenue of $1.85M, overseeing all aspects of customer success including onboarding, implementations, and coordinating the life cycle from launch to closure.
- Worked directly with our customers to define key objectives and KPIs, offering strategic guidance throughout the customer journey to ensure successful product adoption and improving overall performance.
- Conducted weekly check-ins with customers to provide proactive support, build strong relationships, and drive retention, ensuring alignment with customer needs and continuously identifying up sell opportunities.
- Liaised with Sales, Product, and Engineering teams to communicate customer insights and contribute to the development of new product features.
- Lead quarterly strategic reviews with customers to assess value realization and identify new opportunities for expansion.
- Analyzed and resolved customers complaints and concerns by identifying underlying issues and recommending best practices, resulting in streamlined processes and improved customer satisfaction.
Recruiter at Synergy Direct LLC (2021-03 – 2022-04)
- Led full-cycle recruiting efforts, including warm and cold calling, to source top talent and successfully fill positions across multiple industries, ensuring alignment with client needs and organizational goals.
- Crafted compelling and targeted job descriptions for various sectors, including Healthcare and Information Technology, enhancing the candidate pool and attracting highly qualified applicants.
- Utilized applicant tracking systems (ATS) and social media platforms to strategically source and engage candidates, resulting in a robust pipeline and consistent, successful placements.
- Conducted in-depth initial interviews to assess candidate qualifications and cultural fit, ensuring the selection of top talent for client organizations.
- Presented highly qualified candidates to hiring managers and facilitated continuous communication throughout the recruitment process, ensuring a seamless candidate experience and client satisfaction.
- Managed the new hire compliance process, including coordinating pre-employment physicals, reference checks, background screenings, and documentation, ensuring a smooth and compliant onboarding experience for all new hires.
Certified Nurse's Assistant at Seacrest Village (2017-12 – 2021-02)
- Provided compassionate and effective care to residents, assisting with activities of daily living such as bathing, grooming, oral care, and dressing, while promoting their independence and dignity.
- Monitored patient intake and recorded vital signs, intake, and output to maintain accurate and up-to-date patient records, informing medical staff of any concerning changes in health status.
- Managed patient feeding or observed patient intake, depending on their level of care, adhering to prescribed diets and ensuring proper nutrition and hydration.
- Maintained clean and organized patient rooms, changing bed sheets and restocking necessary supplies to ensure a comfortable and hygienic environment for patients.
Returns Coordinator at NuFACE (2014-09 – 2017-05)
- Managed and maintained complaints, returns authorizations and receiving logs.
- Assign complaint and return authorized numbers.
- Perform in-process and receiving inspiration of all returned devices.
- Determination of returned dispositions.
- Managed customer replacements that include returns, exchanges, and refunds.
- Ran credit cards for the under warranty and non-warranty consumer returns.
